AVP Branch Manager

Why This Role Exists

The Lawrence AVP Branch Manager leads one of Metro's most important member-facing locations and serves as the senior leader responsible for branch performance, talent development, member experience, and community presence.

This role exists to translate Metro's retail strategy into measurable results. The AVP Branch Manager is accountable for building a high-performing team, strengthening relationships within the Lawrence community, driving sustainable growth, and ensuring operational excellence while balancing member service, risk management, and business performance.

Success in this role is measured not only by branch results, but by the ability to develop future leaders, influence performance through others, build strong partnerships across departments, and create a branch culture that consistently delivers exceptional experiences for members and employees alike.

What You'll Own

• Overall branch performance, including service, growth, operational excellence, risk management, and employee engagement.

• Leadership, development, succession planning, and performance management for a high-performing branch team.

• Branch growth strategy through relationship-building, community engagement, referrals, and deepening member relationships.

• Execution of Metro's retail priorities within the Lawrence market while ensuring alignment with broader organizational goals.

• Cross-functional partnerships that improve member experience, strengthen operational effectiveness, and support business objectives.

• A culture of accountability, continuous improvement, employee development, and member advocacy.

What You'll Do

• Lead all aspects of branch operations to deliver consistent service, operational excellence, and strong business performance.

• Coach and develop employees through clear expectations, regular feedback, development planning, and performance management.

• Establish and drive branch sales, referral, lending, and member growth goals while creating accountability for results.

• Serve as the senior escalation point for complex member needs, service recovery situations, and operational issues.

• Monitor business results, staffing, service metrics, and operational performance to identify opportunities and address risks proactively.

• Partner with Lending, Marketing, Operations, and other internal teams to improve member outcomes and achieve organizational objectives.

• Build relationships within the Lawrence community to strengthen Metro's visibility, reputation, and growth opportunities.

• Translate organizational priorities into branch-level execution while helping employees understand how their work contributes to Metro's success.

• Identify opportunities to improve processes, member experiences, and team effectiveness through data-driven decision-making.

Success Looks Like in 12 to 18 Months

• The Lawrence Branch consistently achieves or exceeds service, growth, lending, referral, and operational performance goals.

• Employee engagement, accountability, and development have strengthened measurably across the team.

• A strong internal leadership pipeline exists, with employees progressing into expanded responsibilities and advancement opportunities.

• Member satisfaction and service recovery outcomes demonstrate sustained improvement.

• The branch is recognized as a trusted financial resource and visible community partner throughout the Lawrence market.

• Operational exceptions, audit findings, and compliance issues remain minimal through strong leadership and oversight.

• Cross-functional partners view the branch as a reliable, collaborative contributor to organizational initiatives and business performance.

• Branch decisions consistently support both immediate performance goals and longer-term organizational priorities.

You'll Love This Role If...

• You enjoy developing people and building strong teams as much as delivering business results.

• You like leading through influence, not just authority.

• You are energized by creating accountability, coaching performance, and helping others grow.

• You enjoy balancing member experience, employee engagement, business growth, and operational excellence.

• You thrive in fast-moving environments that require both strategic thinking and hands-on leadership.

• You enjoy solving problems, building relationships, and driving meaningful change.

AI Expectations

Metro is actively exploring opportunities to leverage AI to improve efficiency, insight, and service quality. In this role, AI may be used to analyze branch performance trends, identify coaching opportunities, streamline administrative work, summarize information, improve communication effectiveness, and support data-informed decision-making. Human judgment, employee leadership, member relationships, risk management, and business decisions remain essential responsibilities of the role.

People Leadership Expectations

In addition to the role-specific responsibilities, this position is accountable for leading, coaching, and developing a high-performing team. People managers are expected to create clarity, support strong performance, build employee capability, and model the leadership behaviors expected at Metro.

• Build and attract strong talent: Make thoughtful hiring decisions, maintain high standards, and actively contribute to building a strong internal and external talent pipeline.

• Set clear expectations and drive performance: Establish clear goals, connect individual work to business priorities, and hold employees accountable for results and behaviors.

• Coach regularly and provide meaningful feedback: Hold consistent 1:1 conversations, deliver timely feedback, recognize strong performance, and address concerns directly and constructively.

• Develop people for today and tomorrow: Support employee growth through development planning, stretch opportunities, coaching, and career conversations.

• Create an engaged and inclusive team environment: Foster a team environment where employees feel respected, informed, supported, and connected to the organization's mission and goals.

• Lead through change and model Metro values: Communicate clearly during periods of change, reinforce organizational priorities, and demonstrate the behaviors expected of Metro leaders.

Required Qualifications

• Highly motivated self-starter with a growth and results-driven mindset, exceptional energy, and a constant drive to achieve more, improve outcomes, and impact the business.

• Demonstrated experience leading employees in a retail banking, financial services, or comparable customer-focused environment.

• Experience leading leaders, coaching performance, developing talent, and driving measurable business results.

• Proven ability to balance operational excellence, member experience, risk management, and business growth.

• Strong business acumen with the ability to analyze performance data and translate insights into action.

• Ability to influence outcomes across teams and functions without relying solely on positional authority.

• Strong communication, problem-solving, and decision-making skills.

• Ability to lead effectively in a fast-paced, high-accountability environment.

Preferred Qualifications

• Associate's or Bachelor's degree in Business Administration, Finance, or a related field.

• Five or more years of banking or credit union leadership experience.

• Previous branch management or multi-team leadership experience.

• Demonstrated success developing employees into expanded leadership roles.

• Notary Public designation.

Compensation

$97,000 - $112,000 annually (or applicable hourly range, depending on the role)

The salary range listed provides a general expectation for the role. Final compensation is based on a variety of factors, including but not limited to experience, skills, education, certifications, internal equity, and market conditions. Compensation decisions are made in alignment with business needs and the qualifications of each candidate.

This position is not eligible for visa sponsorship.

Our Benefits

We believe great work starts with supporting our people. That's why we offer a competitive and well-rounded benefits package designed to support your health, financial well-being, career growth, and work-life balance. From medical, dental, and vision coverage to retirement savings, paid time off, learning opportunities, and employee wellness resources, we invest in helping our employees thrive both at work and beyond.

Click here to learn more about our benefits package and employee perks.

Ready to Make an Impact?

At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work-life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success. Join a team where your work makes a real difference in protecting our members and strengthening our community.

About Metro Credit Union

Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.

Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos ("Together We Advance") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.